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employee to interact with customers in their own unique way. Another way spa directors empower their employees to show exemplary customer service is through knowledge. Says Sylvia Walsh, owner of The Spa at Traditions in Johnson City, New York,“ Customer service doesn’ t seem to be a problem anymore,” she notes.“ We have been lucky to have training sessions. They have helped immensely.”
Even the most service-minded employees can benefit from regular training on policies and protocol when it comes to dealing with customers. The more your employees know about how to deal with customer interactions of all kinds, the better.
But, while training is necessary for basic service knowledge and company policies, it’ s important your employees know they have the power to make decisions when it comes to their clients.
“ My greatest challenge with customer service is maintaining the smallest details in company guidelines and procedures with each technician, but allowing each technician to bring their creativity, ideas and personality to their services,” says Kocak.
To solve this problem, Kocak and her leadership team implemented a mentor program, which has helped in more ways than one.“ As we bring in new talent it is necessary to make sure their level of expertise reflects the image that we aspire to have. By creating the time and space for each teammate to work with our new hires allows them to shine not only as a mentor but also as a more senior member of the team. Watching our team work together for one common goal but allowing each of them to bring their creativity and leadership makes us even stronger.”
( conTInUEd on PAgE 28)
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To make sure our employees are service-minded, we emphasize hospitality and service experience over technical knowledge when hiring. you can always teach technical skills, but some people just have service in them.
We’ ve also gotten rid of the following words completely when our service team is dealing with customers: our policy, fault, department, per our records, seems like. instead, we’ ve developed well-written guides to help resolve commonly asked questions. This minimizes difficult verbal interactions in trying to articulate steps and helps focus on solutions, which is more rewarding for our employees as well.
Hire for customer service skills above all else.
— fraNK PitsiKalis, founder and cEo, resortsuite, toronto, canada
26 PULSE ■ June 2018